Fascinating discoveries – both our own and others’

Customer Experience Experiment

By | 2018-05-09T16:27:19+00:00 May 9th, 2018|Customer experience research|

Games People Play. Your chance to take part in our simple yet ground-breaking experiment to further the understanding of human behaviour… Most customer experience approaches have been developed through conventional research from customers and employees. These traditional methods ask people about what they do and the reasons why. CX Lab is seeking to challenge

Giving up personal details is as stressful as a panic attack

By | 2018-04-19T15:26:07+00:00 April 19th, 2018|Customer experience research|

Giving up personal details is as stressful as a panic attack A somewhat dramatic headline, isn't it?! Our recent blog posts have focused on Tripping Points®. These are the moments of unexpected stress for customers. Let's now dive in deeper to show you some of our own CX Lab research discoveries. Stressful findings In a

The secret ingredient for improving customer experience: Tripping Points

By | 2018-04-04T08:58:06+00:00 April 3rd, 2018|Customer experience research|

The secret ingredient for improving customer experience - Tripping Points Imagine you can go beyond customer surveys and interviews.   Imagine you can directly see how customer interactions happen in real life and how they feel.  That’s one of the cornerstones of our CX Lab approach to customer experience.  We call our insight CX Lab Tests. 

Step into your customers’ shoes using ethnography

By | 2018-02-02T18:47:47+00:00 February 2nd, 2018|Customer experience research|

What is ethnography? Ethnography is one of the methods we use in our CX Lab Tests.  Although it’s not a new research method, it’s not yet used to its full potential by businesses.  We’re always excited by the insights revealed by our ethnographic research.  If you’d like to know more about what exactly ethnography is,

The unconscious way our senses influence the customer experience

By | 2018-03-01T10:56:12+00:00 January 19th, 2018|Customer experience research|

The unconscious way our senses influence the customer experience Why should it be that hearing the sound of a creaking door should make people rate their back as feeling stiffer or that sitting in a blue room with soft carpet, gentle music and a lavender fragrance would make customers more likely to accept higher